Sporadic drop outs the last few days

[#1]

I’m with Plusnet on the 500mbps package - been with them about 12 months in this property and all has been fine until this month. Keep getting service drop outs and have tried everything when the drop outs happen: restarting the router, restarting the ONT, changing the Ethernet cable that’s connected from my ONT to the router, switching both devices off for 10+ mins and turning on again, connecting a device to the ONT directly to check the connection - nothing works and I’m starting to think it’s an issue with the service into the ONT, as all the lights on the ONT seem correct and my router is complaining about no internet connection

Of course, this drop out has happened past 8pm so I can’t phone anybody, and my tweets have been ignored, so I’m coming to the community to see if anyone else has issues or knows anything I can do to resolve them (other than to wait for the service to fix itself)

This morning, it also happened, from about 5am til it fixed itself at 8:30am - so it hasn’t impacted my working hours yet…

[#2]

Moderator's note:
Thread moved from Broadband to Full Fibre

[#3]

@Abcmsaj

Can you confirm that the ONT lights are ok when the problem happens ? i.e PON light steady and LOS light OFF

If that's the case , then assuming you have a Hub 2 then could you post the event log when it next happens.

The full log, which we really need, is available from this page of your Hubs details. When you have got it - by clicking the 'Export' button, attach it to a reply

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[#4]

@Abcmsaj

Can you confirm that the ONT lights are ok when the problem happens ? i.e PON light steady and LOS light OFF

If that's the case , then assuming you have a Hub 2 then could you post the event log when it next happens.

The full log, which we really need, is available from this page of your Hubs details. When you have got it - by clicking the 'Export' button, attach it to a reply

[#5]

PON steady, LOS off, LAN also steady though…

I also don’t use a Plusnet Hub, I’ve got Google Nest WiFi mesh network, which has been fine for the last 12 months and I’ve not added anything extra to the network since - so I don’t have any logs to show. I was hoping Plusnet would be able to tell me if there’s internet coming into the property, because the Nest units are telling me there isn’t!

[#6]

@Abcmsaj 

Do you have a Hub you could plug in to test?

Brian

[#7]

I was hoping Plusnet would be able to tell me if there’s internet coming into the property,

@Abcmsaj they COULD test to the ONT but given your confirmation of the led status I don't think that would achieve anything.

If you call in , they will ask you to connect your Plusnet router so that they can remotely diagnose.

Did you not get a Hub 2 when you ordered ?

I would guess (and its just a guess) that either

1) the Nest is losing the PPPoE connection and not reconnecting

2) its DNS is failing to resolve Googles servers and so it says 'no internet'

[#8]

I don’t think I’ve got a Hub to check - but I’ll check in the loft when I’m home

I’d already changed the DNS on the Nest from 1.1.1.1 to 8.8.8.8 and it didn’t help - what are the ISP’s DNS settings? Maybe I can try those?

[#9]

@Abcmsaj Plusnet DNS settings here https://www.plus.net/help/broadband/about-dns-server-and-website-settings/

or you can just change the PPPoE settings to 'Obtain DNS automatically'